From a user experience perspective improving the speed of customer support has to be top of the list, I would say.
I would have thought profitability, investors won’t keep pushing money into something if it doesn’t return a profit. You can have the best whatever but if you don’t make money then eventually the wheels will fall off.
The forum is both a blessing and a curse but shutting it down will make it like every other bank out there. To me, personally, it is what sets it apart
But then where would people come to complain about Monzo freezing/blocking their accounts or stealing their money?
Where would people get expert advice on how to operate their washing machines? Or find out what time their local off licence opens?
And most importantly, who would Monzo use as Tier 1 support?
Or which frying pan to buy …
Number one on the new CEOs to-do list: Get Monzo monetised and cash generative.
People with a good income, good credit score and low credit utilisation should be able to see some form of decent sized offer for an overdraft, loan and credit card. If it is overpriced that is fine (let the user decide that), but let there be some kind of offer to most people instead of the current hugely over-cautious / coin flip approach which looks like it was broken at launch and never fixed.
As much as I dislike everything about the incumbents, you could take any one of their lending teams, transplant them into Monzo and they would be generating hundreds of millions in income from 4m users, yet Monzo’s lending team hasn’t got a penny to scratch their arse with after a couple of years of ‘iterating’ their approach.
Once the revenue is flowing then they can experiment with marketplaces, open banking etc. if that’s where they want to go.
It was iterated and fixed after launch, then once the Covid-19 mess hit it got dialed right back down again in order to reduce potential exposure to bad debt.
Again, events have overtaken this statement. Banks are expecting huge amounts of bad debt as a result of Covid-19 and the recession. Several have reported profits being wiped out.
Potentially Monzo’s cautious lending approach has been very helpful in limiting exposure to losing money to bad debt.
Interesting points - and I always love a good Shakespeare quote, don’t you ?
Monzo won’t swing from a £50 million ish loss to a profit by next year even without the Pandemic it would not have achieved this - the new CEO should raise at 40% Discount if that’s what is necessary and then find a partner with deep pockets to take them over - otherwise it will be in an even more desperate state next year and definitely won’t be able to raise any money in the middle of a depression.
And I don’t blame them - the forum is no longer representative of the user base. It would be inappropriate to use the forum to inform product development. That doesn’t mean they aren’t conducting user testing/focus groups with representative, randomly selected users/potential users. The forum was great in the early stages for creating a buzz, but now Monzo is a household name. It doesn’t serve any useful purpose to Monzo any more, and I’m fine with that.
Forum requests. I get the need to persue profitability but you want to keep customers. When I joined Monzo’s USP was their app and API. Starling’s API is better and the legacy bank’s are catching up/overtaking the app. I’m not saying that the suff in the ideas section should be the priority but it would be great if they could get more importance applied to them. How about committing some number of sprints (assuming that’s how Monzo works) per year to forum requests? They can he slotted in where the roadmap allows so shouldn’t impact the big things that Monzo want to do.
It hadn’t planed to be profitable for a few years yet, obviously it needs to work its way to there
As CEO he should give me a golden Monzo card
Do we know who the new CEO is going to be?
Can’t remember his full name but if you google it your get the answer in 30 secs
I don’t know sorry. New or old CEO can give me my card, I don’t mind
Short profile from a couple of years ago - https://money2020us2018.sched.com/speaker/ts_anil.1y9ch22j
In a nutshell.
I disagree that Monzo staff don’t jump into the forum. I find that around 70/80% of my questions get a staffer explaining the process for me. That’s one of the reasons I love Monzo: transparency.
As proof, this just happened.
The sad thing is though, if they kill the forum, then there is no line of communication between customers and Monzo. It was originally touted as a more friendly bank, with Trello roadmap boards, then quarterly updates, and now, nothing. It’s hard to get excited for updates or Monzo if there’s no roadmap visible, and therefore hard to recommend over similar banks as they are all looking pretty similar these days.